All of our files are gone in our shared folder!

[emarshall]

In the activity report it shows all of our IP addresses were changed and then the dropbox server was updated. We can no longer see and of our shared files! Gigabytes of information gone. Can someone please help. There is not customer service line and we can't undo or rewind. There are no deletions in the history.

[Hannah]

Hey @emarshall, thanks for reaching out to us and sorry to see you're having trouble with this.

Are you a member of a Dropbox Business team? And were the files in a shared folder or in a team folder?

What do you see in your events page?

Let me know what you find.

[emarshall]

We've had to reach out to the recovery team. In the events it shows our admin created a new shared folder and may have replaced the original folder with it. But he didn't. Maybe a syncing glitch? On all of our accounts, it has the blue syncing circle next to the folder and it's stuck that way.

[Hannah]

Thanks for the update, @emarshall.

Since you've reached out to our restorations team, they should be able to help you figure out what has happened.

If you have the time, please send over the ticket number for the communication with them, so we can locate it on our end as well.